The critical third success factor in any roofing project is the contractor. The contractor is the most important factor to focus on because without the right people, everything else is insignificant. You should select a contractor who has a team of people they work with directly to manage daily operations, customer care, service and the installation process, for your long-term protection.
In the following section, I will discuss seven critical areas that you should require when choosing a roofing contractor. However, keep in mind the contractor and the contractor’s team of trained experts is the driving force to effectively implement these factors. The seven areas I will discuss are the following:
- Permanently Established
- Adequately Insured
- Licensing
- Longevity
- Handling Unforeseen Events
- Workmanship Warranty
- Specific Project Details
Your contractor should meet these requirements. In addition, they should help you properly identify the cause of your problem, recommend the correct products, and provide a team of trained people to complete your project as expected. In essence, the professional contractor and their team of people will bring all these critical factors together for you providing you with excellent value for your investment.
Now, let’s look at these seven areas in more details.
Permanently Established
A contractor with a permanently established place of business is a good indication of a solid company, both financially and devoted to customer satisfaction. In addition, a contractor that is established will have a sense of community and a vested interest in the area. A contractor with a permanent address is more accountable to your satisfaction for the long-term.
The “National Roofing Contractors Association” reports that 3 out of 5 roofing businesses fail within their first five years. Many contractors offer additional services and long-term warranties. These warranties are only good if the company stays in business. While there are no guarantees that a company is stable, you should automatically reject any company without a permanent place of business.
You will want to ask the company’s full name and address. A professional contractor will have no problem giving you a tour of the facilities and provide vendor references for your peace of mind. Do not be timid about asking. The professional contractor respects these questions and will have no problem taking time to work with you because they know it is well spent with an intelligent buyer, so you can proceed with confidence.
Adequately Insured
Insurance is a weird thing that is not important until it is needed, but cannot be purchased after it becomes necessary. It reminds me of the person who fell from a 50 story building who was heard saying on his downward decent past the twentieth floor “so far so good”. Unfortunately, many contractors operate with the same attitude, compromising their insurance coverage to lower their operating cost or increasing their profits. Many homeowners have been harmed by uninsured or inadequately insured contractors.
The costs incurred to properly insure a roofing contractor is one of their largest expenses. For example, Worker’s Compensation premiums are typically at least 30% of the worker’s wage, and can even exceed 50% if there are prior claims involved. There are many ways for a contractor to avoid insurance premiums. When the contractor chooses to reduce or eliminate these expenses, they put you, the homeowner at risk.
Common ways contractor use to avoid insurance premiums:
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Regardless of the method contractors uses to lower their insurance expenses, if they are not adequately insured when an accident occurs, the burden of liability most likely will fall on you the homeowner.
A contractor should provide you with a Certificate of Insurance for General Liability, Worker’s Compensation, and Vehicle Insurance. In addition, you should also ask for “Completed Operations” insurance that protects you from contractor negligence after the work is completed.
Prior to the start of the project, the contractor should contact their insurance companies to request an authentic Certificate of Insurance to be sent directly to you.
Items to verify on a Certificate of Insurance
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Be aware homeowners are sued for injuries on their property. Most Homeowner’s Insurance policies exclude outside contractors, so it is critical to make sure there is proper and adequate coverage.
The risk of having an uninsured or underinsured claim is just not worth it. You will want to insist and make sure your contractor is properly insured. This step could save you thousands of dollars. Of course, you will never know the amount of money you saved unless an uninsured or underinsured accident occurs.
Licensing
In the State of Florida, the law states that in order to contract work and to obtain a roofing permit all companies must be qualified by a licensed individual, the “qualifier”. Permits are required on all new, and re-roof applications and will only be issued to the “qualifier” or their company. A “Notice of Commencement” is also required on certain jobs. I will talk more on this later.
However, there is one exception to this law. When the home is owner-occupied, the homeowner can obtain the permit by doing or stating, they are doing the work themselves. This should only be done when an individual is personally familiar with roofing applications and will be doing the work themselves. Do-it-yourselfers, who put little or no value on their time, could possibly save money on the initial cost. However, this will only be a true savings if the work is done professionally and does not fail prematurely.
Frequently, there are individuals claiming to be qualified contractors bidding your work, however, they will ask you to pull the permit. They claim this will save them a lot of time allowing them to give you a cheaper price. Be aware of contractors who ask you to obtain the building permit. It is often an indication of someone who is not properly licensed or insured. This is never recommended, even if you hire someone who claims they can do the work. When the homeowner pulls the permit, the homeowner is completely responsible for the entire outcome of the project with very little recourse, if the project fails.
Even when a do-it-yourselfer or an unlicensed person does all the application steps correctly, many options are only available through a licensed company. One of those options is extended and transferable manufacturer warranties. These warranties increase the resale value of your home and are only available if a certified licensed company performs the work.
If your total project is over $2,500.00 the state of Florida also requires a “Notice of Commencement” before issuing a permit.
The Notice of Commencement notes the intent to begin improvements, the location of the property, and description of the work. It also identifies the property owner, contractor, surety, lender and other pertinent information. Failure to record a Notice of Commencement or incorrect information on the Notice could contribute to your having to pay twice for the same work or materials.
The “Notice of Commencement” is recorded at the Clerk of Court office appearing as a “construction lien” on the property. A copy is also posted with your permit on the job site. Its purpose is to provide contact information to everyone who is supplying labor or materials to your project to ensure they can notify you, letting you know they are involved on your project and are expecting payment for their service. Visit http://www.myflorida.com to learn more about the Florida lien laws.
The construction lien law is complex and it is not the intent of this report to go into its details. However, you will want to make sure a Notice of Commencement is posted on site at all time and once the work is completed, you will want to make sure you receive a “Final Release” from your contractor in addition to anyone who sent you a “Notice to Owner.” A professional contractor will supply these documents for you.
License verification is available 24 hours a day, 7 days a week. Simply call “Customer Contact Center” at 850.487.1395 or going online to www.MyFloridaLicense.com. You should confirm your contractor of choice license is still active and in good standing.
The State of Florida reserves the right to suspend a contractor’s license when they do not meet the state requirement or for wrongdoing. License holders are required to meet certain criteria including continuing education in order to obtain and maintain their license. While you should automatically reject any bid offered by an unlicensed contractor, you should also keep in mind the standards and requirements set by the State of Florida are minimum requirements. Although, having a license shows the contractor was able to satisfy the state’s requirements, it does not prove their professionalism, commitment to your satisfaction or the experience and ability to be a successful businessperson. This brings us to our next subject, longevity.
Longevity
How long a company has been in business is a good indication of their commitment to the industry. Companies that have been in business for more than five years should have a good reference list. The more experienced the better. Studies reveal, on the average, 80% of roofing contractors are out of business within 2 ½ years after installing your roof. You will want to examine any new business with extra care before awarding the project.
Whenever you buy a new roof, think long-term. The longer the roof provides useful service, the better your investment. Keep in mind, most failed construction projects do not happen quickly, but deteriorate over a period of years. In fact, if a roof problem does not show up in the first two or three rainstorms, it will likely not be evident for four to eight years after installation.
Check both current and older references. You should ask to see current references to review the company’s current performance and you will want to check aged references to verify the company’s commitment to quality and proof of actual performance of the contractor’s work.
A professional contractor will gladly provide references and want you to speak with their past customers.
Handling Unforeseen Events
Buying a roof is unlike buying other high-ticket items, because you are buying something that must be created. Unlike cars or boats, where you purchase a finished product, a roof must be assembled. You are buying an expectation or a hope. When selecting a contractor you will want to determine if this is someone, you will be able to work with if an inevitable challenge occurs.
Replacing a roof by its very nature can bring its own set of challenges. Unforeseen events occur even in the very best of conditions with the best contractors. Many quality contractors that have been in business for a long time, who have thousands of completed projects, are exposed to disputes. The question is not, if they have had disputes, but how they were handled.
Roofing contractors are always ranked high on the Better Business Bureau’s complaint list. This is usually a result of the homeowner’s expectations not being fully realized, in conjunction with the contractor’s inability or unwillingness to correct the problem.
Do not judge a company when unforeseen events occur but rather how they are resolved. You are looking for a contractor that can work with you to handle any challenges that occur and bring the project to completion with satisfactory closure.
Ask the contractor about jobs where the unexpected happened and explain how they were remedied. In addition, ask the contractor to provide in writing how they resolve conflict.
Workmanship Warranty
Typically, contractor workmanship warranties are for one to five years. The length of the warranty is less important than the intent and ability of the contractor to stand behind their warranty. The longer the contractor has been in business the better your odds of the company being in business when you need service later. What good is a long-term warranty if the contractor closes shop?
In the case of warranties from the manufacturer, ask to see the contractor’s training and certification certificate. If you are unsure, call the manufacturer to determine if it is valid and the contractor is still in good standing. Professional contractors will have no problem providing this proof, in fact, they will usually present their credentials before being asked. In addition, professional contractors often perform well beyond the written warranty period. Not only do they consider this the right thing to do it also builds customer loyalty and referrals.
Specific Project Details
You will want to evaluate the quality and completeness of the proposal before you award the project. To ensure your satisfaction make sure all project details including everything needed and discussed, are specified in the proposal. It is generally understood in the construction industry; if the specifics are not written down, it will not be done unless you are willing to pay extra. Remember if it is not in writing, you will have no record of what you expected nor have any recourse to have your expectations realized.
Job Site Safety – Safety violations can cause projects to be shut down and penalties are levied against involved parties. Some homeowners have been stuck with incomplete projects due to violations and the contractor’s unwillingness or financial inability to pay fines or return to the site. In some cases, the homeowner can be classified as the employer and have even been found and held responsible for the fines.
Ask contractors about their Safety Plan, which is required by OSHA. Professional contractors will readily provide you with a Safety Plan so you are protected. The Safety Plan is another indication of professionalism or lack thereof.
Product Selection – Make sure the proposal include specific reference to all products and colors you have chosen. Your proposal will be your proof of purchase in later years.
Manufacturer Warranty Specifications – If the project is warranted by a manufacturer, confirm that the agreement states that the work will conform to the manufacturer’s specifications.
Emergency – A professional roofing contractor will provide you with contact names and phone numbers in case of an emergency.
Clean-Up – Ask for daily clean up to help minimize safety issues or exposure. Ask, what steps will be taken to insure that your property, yard and landscape are protected?
Payment Terms – Make sure schedule, terms and method of payment are clearly detailed in the agreement.
Preliminary Inspection – Plan to meet with the Job Foreman or Project Manager who will be responsible for your satisfaction. Make sure they fully understand the specifications and promises made by the company. Establish the condition of the property before the work starts in the event there is property damage during construction.
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